Sr. Manager Client Technology

Job Description   Sr Manager   What we are looking for?   Right balance of leadership and management   Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues   Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe)   People Management Competencies   13+ years of IT experience with at least 5 years managing 12–15+ team members   Experience leading junior managers/leaders and/or senior individual contributors   Plan/roster team members to ensure optimal 24x7 coverage   Coach, mentor, and develop staff, including onboarding and career development planning   Ensure effective utilization of staff to meet milestones/goals   Empower employees, delegate responsibility, and ensure accountability   Lead performance management processes including goal setting and feedback   Maintain transparent communication across teams   Identify and recruit internal/external talent   Recognize high performers and retain key talent   Communicate company updates and team progress regularly   Technical Competencies   Understanding of Global Command Center/Monitoring Operations (L1–L2)   10+ years of experience in Windows Server, IIS, application support, SQL, clustering   Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics   Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams)   Experience leading ITIL-aligned teams (Incident, Problem, Change Management)   Responsibilities   Manage individual contributors and/or junior managers   Provide weekly/monthly KPI dashboards   Generate daily, weekly, and monthly reports   Drive root-cause resolution ('solve once')   Collaborate with cross-functional teams to improve resolution timelines   Lead internal operational projects   Balance multiple priorities including projects, enhancements, and maintenance   Ensure compliance with policies and procedures   Academic and Professional Qualifications   Bachelor’s degree in Computer Science/IT   Relevant IT certifications are a plus   Travel Requirements   Willingness to travel regionally and/or internationally